Intake Operations Support Specialist

UnitedHealth Group•Tampa, FL

3d•$16 - $29•Remote

About The Position

The Intake Operations Support Specialist provides administrative and operational support to the Patient Access/Intake team to help ensure referrals are received, organized, documented, and routed appropriately throughout the intake process. This role is responsible for supporting day-to-day intake operations, including referral entry, document management, phone and voicemail coverage, work queue maintenance, and routine follow-up. The Intake Operations Support Specialist works closely with Intake Specialists and leadership to help maintain an organized and efficient workflow while ensuring referrals and communications are handled timely and accurately. This position does not independently manage complex benefit verification, prior authorization, or financial clearance activities but supports the Intake team by ensuring the information and documentation needed to complete those processes is available and appropriately routed.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
1+ years of administrative support, customer service, call center, medical office, healthcare operations, or related experience
Experience with data entry and maintaining accurate electronic records
Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 4:30 pm CST. It may be necessary, given the business need, to work occasional overtime
Strong organizational skills with the ability to manage multiple work queues, tasks, and priorities
Strong attention to detail and commitment to data accuracy
Strong verbal and written communication skills
Professional customer service skills when interacting with patients, referral sources, providers, and internal teams
Proficiency with Microsoft Office applications, including Outlook, Word, and Excel
Ability to learn new software applications and workflows quickly
Ability to follow established processes, procedures, and escalation guidelines
Ability to work independently in a remote environment while meeting productivity and quality expectations
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Nice To Haves

Experience in healthcare, physician office, infusion, specialty pharmacy, home infusion, or patient access environment
Experience processing or entering patient referrals
Experience managing incoming telephone calls, voicemail queues, fax queues, or shared inboxes
Experience working within an electronic medical record or patient management system
Experience supporting a high-volume operational or administrative team
Familiarity with basic healthcare and insurance terminology
Familiarity with systems such as WeInfuse, EMR’s or other healthcare platforms

Responsibilities

Receive incoming patient referrals and enter referral information accurately into applicable systems
Create new patient records and enter demographic, insurance, provider, and referral information
Review incoming referrals for basic completeness and route referrals to the appropriate Intake Specialist or team
Receive, upload, index, and organize documents within the patient’s electronic record
Monitor and maintain incoming fax queues, electronic referral queues, shared inboxes, and other assigned work queues
Answer incoming telephone calls and appropriately assist, document, transfer, or route calls based on the caller’s needs
Monitor, organize, document, and distribute voicemail messages to the appropriate team member or department
Return routine calls when appropriate and escalate clinical, insurance, authorization, financial, or other complex questions to the appropriate team member
Contact physician offices, referral sources, or patients to obtain basic missing information or documentation as directed
Document all outreach attempts, incoming communications, and referral updates accurately within applicable systems
Assist with tracking outstanding referral documentation and following up on administrative items needed to move referrals forward
Support Intake Specialists by preparing and organizing referral information and documentation needed for benefit verification, authorization, or financial clearance activities
Maintain accurate referral statuses and work queues to support timely processing
Assist with patient and referral source communication regarding routine intake matters and route questions requiring additional review to the appropriate Intake Specialist
Support departmental workflow by identifying referrals or tasks requiring attention and escalating them according to established processes
Assist with daily administrative tasks, reporting, spreadsheets, and departmental tracking as assigned
Maintain patient confidentiality and follow HIPAA, company policies, and applicable regulatory requirements
Meet established productivity, accuracy, quality, and turnaround-time expectations
Perform additional administrative and operational duties as assigned